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Customer support

When you need help with EnforceGate vX, the same small Swiss-based engineering team that builds the product handles your case. No call centre, no offshoring, no script — every ticket is read by the engineer who wrote the code.

What we commit to

Every support case, on every tier, gets the same baseline response:

  • Acknowledged within 1 business day (Swiss time, CET / CEST).
  • Non-trivial resolutions within 2 business days.

We hit these targets every time rather than promising aggressive SLAs we would miss. "Non-trivial" means anything that requires us to write code, reproduce in a lab environment, or coordinate a build — straightforward questions and configuration help are typically resolved faster than that.

If your case is a confirmed P1 — proxy is down, no traffic flowing, or a bumped TLS path is breaking application connectivity at scale — flag the ticket with P1 in the subject line and we will prioritise it ahead of the normal queue within the same business day. Outside Swiss business hours, P1 cases are picked up at the start of the next business day.

Languages

Channel Languages
Email and bug-report portal French, English
Phone or video callback (paid tiers only) French (primary), English by appointment

Cases written in other languages can be accepted on a best-effort basis but our response will be in French or English.

Channels

Two paths in, both with the same response commitment.

Written (every tier) — Email or our support portal. Both reach the same queue and have identical response times. Use these for normal cases.

Synchronous (Extended and Premium tiers only) — Scheduled phone or video callback, by appointment, during Swiss business hours. Booked through your existing written case. Synchronous time is for issues where back-and-forth in writing is meaningfully slower than a conversation; it does not replace the written record.

Availability today

Only Direct support is currently available. Extended ships alongside the Pro edition and Premium ships with the Enterprise edition — see the editions overview for the schedule.

Information confidentiality

For confidential cases we recommend the support portal or our secure live video service — both provide end-to-end encryption. Plain email is fine for general queries; do not include sensitive material (license keys, customer data, internal IP addresses) in plain email.

Support tiers

Three tiers, differentiated by channels and engineering access — not by response time. The 1-business-day acknowledgement and 2-business-day resolution targets apply across all tiers.

The support tier you are eligible to buy is tied to your edition: Lite customers receive Direct (no upgrade path within Lite); Pro customers get Direct with Extended available as a paid add-on; Enterprise customers receive Premium bundled. Higher support tiers require upgrading the edition first.

Direct

Included with every EnforceGate vX license. For most small and mid-sized deployments this is sufficient — the response commitment is identical to the paid tiers.

  • Email + support portal + bug-report portal.
  • Triaged directly by an Exosys support engineer — no community channel, no first-line script.
  • Routine bug fixes flow into the regular release cadence (see releases).

Extended

A paid add-on, available to Pro edition customers, for organisations that need synchronous follow-up or accelerated engineering attention.

  • Everything in Direct.
  • Scheduled phone or video callback by appointment.
  • Cases can be escalated directly to engineering for accelerated triage when the diagnosis requires deeper inspection of the engine, connector, or captive portal.
  • Cases are placed ahead of Direct in the queue — the response-time commitment does not change, but throughput on Extended cases is prioritised.

Premium

Bundled with the Enterprise edition. For deployments where direct engineering contact and bespoke builds matter — typically larger or regulated environments, deployments with non-standard policy requirements, or organisations rolling out bump-mode SSL inspection across a complex client fleet.

  • Everything in Extended.
  • Named engineering contact — the engineer who reviews your case is identified up front and is the same person across cases.
  • Special-release builds (SR tier — see releases) on request, by mutual agreement, typically targeted fixes against a specific operational issue you have reported.
  • Consultation on policy design, SSL-inspection rollout planning, bump-CA distribution, and audit-log retention.

Bug reports

Functional defects in EnforceGate vX itself should be reported through the bug-reporting tool. Bug reports follow the same response commitment as other support cases, and confirmed defects flow into the release queue per the release tiers.

When filing a bug, please include:

  • The EnforceGate vX version: eghost version.
  • The deployment shape (virtual appliance, Docker bundle, or multi-image preview).
  • A minimal reproducer when feasible.
  • The relevant portion of eghost logs — at least the boot card and the lines around the failure.
  • For policy-related defects, the offending .policy block.
  • For SSL-inspection bugs, the active mode (off / peek / bump) and a redacted excerpt of the bump-CA-related boot-card lines.

For a single, redacted diagnostic tarball that bundles all of the above:

eghost support bundle           # writes /tmp/enforcegate-diag-<timestamp>.tar.gz

Attach the tarball directly to the support ticket — it is pre-redacted for license credentials, API keys, and audit-log details.

Security disclosure

Security-impacting issues — vulnerabilities in any EnforceGate vX component, supply-chain concerns, or anything else that warrants coordinated disclosure — must be reported privately through Exosys' published security policy:

Exosys security policy

Follow the procedure outlined there. Security cases bypass the normal support queue and are handled directly by the engineering team regardless of which support tier you hold.